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Veterinary Client Service Representative
2 months ago
Job Description
Job Description
Coyne Veterinary Center is looking for a friendly customer service focused individual to join our growing reception team
At Coyne, our goal is to provide excellent veterinary services to the community and do everything possible to help those in need. We are a full-service state-of-the-art animal hospital located in Crown Point, IN. Each one of our employees are chosen based on their compassion, skills and in-depth veterinary knowledge. We strive to create a nurturing, educational, and fun environment for all employees, clients, and animals who enter our doors.
The primary job for a Client Service Representative (CSR) is to exceed our client’s expectations for outstanding client service while creating a warm and welcoming impression. A good CSR is a “people person” who enjoys working with diverse clients and is caring, friendly, and efficient.
The CSR must remain professional and courteous to clients and co-workers while handling multiple tasks at once with many interruptions. Client Service Representatives must be able to empathize with clients and remain compassionate and well-mannered if a client becomes emotional or discourteous. They should remain calm and collected in the face of emergency situations and have a firm belief in the quality of care we provide and communicate this sense of assurance to our clients. The CSR must know and understand our services and recommendations and be able to clearly communicate these to our clients.
Ultimately, it is the receptionist who is responsible for creating a good first and last impression on our clients. The importance of this role can not be overemphasized.
Job Responsibilities:
Provide compassionate care to all patients
Greet clients and pets by name
Answer phones promptly and professionally using a multi-line phone system
Receive and transmit faxes
Take and deliver messages promptly to appropriate staff
Pull medical records of patients so staff can properly document information
Note in medical records the details discussed during client conversations including the date, time, key points of the discussion and any action required
Check medical and computer records for accurate client addresses, phone numbers and emails
Weigh pets each visit and record weights in medical records and on computer
Schedule boarding/grooming appointments according to hospital scheduling guidelines
Answer clients’ questions about veterinary services and products and provide knowledgeable advice about wellness, prevention and disease
Verify prescriptions including prescription diets as well as flee and tick medications and provide routine administration instructions to clients
Prepare consent forms,
estimates/treatment
plans and be able to discuss the hospital’s financial policies with clients
Prepare health certificates and/or proof of vaccination as requested by the client
Advise clients on proper nutrition,
flea/tick/heartworm
preventatives, pre-anesthetic testing, pain management, shampoos, home dental products and other retail items
Maintain a clean, neat reception area and front desk
Explain invoices to show value for the care provided, stating all services and products before the total
Collect payment when services are rendered, including making change for cash payments, processing credit cards and getting proper ID for checks
Know fees for routine services
Retrieve, update and file patient medical records
Clean up after pets’ accidents in the reception area, exam rooms and exterior sidewalks
Water and maintain plants in waiting exam rooms
Collect specimens that clients bring in for lab analysis, label and take to the lab area
Recognize emergency situations, enlisting the aid of doctors and technicians
Provide facility tours for clients, explain services offered
Maintain food and supply storage
Understand infectious diseases and how to control and prevent their spread
Attend monthly mandatory staff meetings
Skills Needed:
Love and compassion for animals
Positive attitude
Ability to read and comprehend instructions
Effective communication with clients in person and by phone
Ability to work with computer-based veterinary software
Exceptional customer service skills
Ability to work in a fast-paced environment
Physical Obligations:
Able to lift and carry up to 50 pounds
Endure standing and walking on hard floor surfaces for extended periods of time
Able to work in noisy work conditions with sounds from animals and equipment
Take safety precautions for exposure to toxins, drugs, anesthesia and radiation
Benefits:
Medical, Vision, Dental, and Life insurance
401k
PTO
Uniform allowance
Great pet care discount
Friendly and compassionate work environment
Coyne Veterinary Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Coyne Veterinary Center complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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